CISTREC_ADI_M702-001-2 N 3 2019_CUSTOMER EXPERIENCE SUPERVISION_11/2025
371 days / 2880 hours
Traditional Marketing in the mass-marketing era in the twentieth century depends much on the best brand in gaining competitive advantage. Interactive era in the 21st century is more focused on enterprise strategizing how to gain sustainable competitive advantage from the information they gather about customers. It forms a two way brand known as branded relationship that thrives on customer information and interaction. That's where the value of the company being increased through specific customer strategies. This includes acquire profitable customers, keep profitable customer and grow profitable customer through upsell additional products in a solution, Cross-sell other products, referral and words of mouth benefits and reduce service and operational costs. The advancement of today's new communications technology allows the industry to close itself to customers at the nearest distance and fastest time. This is something that was hardly achieved last century but now it has become a reality. The sophistication of this technology has opened a new frontier of marketing that challenges marketing methods in today's business. Consuming consumers, the sophistication of this communication technology has given customers greater access to information about product specifications, services, competition information, and even share their views and experiences. This has produced new pressures that change the marketing environment. Therefore, focussing on customer is critical to business strategy today to stay relevant and remain in competition. This is where the importance of the Customer Relations Management function arises and needs to be realized for business survival. (Don Peppers & Martha Rogers 2011, P5) Relations in this aspect need to be defined in a deeper context than the meaning of the dictionary. The most important issue to consider in the definition is how the definition of the relationship helps the company to succeed in the customer dimension of competition.
BASIC WORKING COMMUNICATION
Z-009-1:2015-CA01
25h
PERSONAL BEHAVIOUR SKILL
Z-009-1:2015-CA02
38h
WORKPLACE ETHICS AWARENESS
Z-009-1:2015-CA03
10h
HEALTH, SAFETY AND ENVIRONMENTAL AWARENESS
Z-009-1:2015-CA04
27h
BASIC WORKING COMMUNICATION
Z-009-2:2015-CA01
25h
PERSONAL BEHAVIOUR SKILL
Z-009-2:2015-CA02
28h
WORK PLACE ETHICS AWARENESS
Z-009-2:2015-CA03
22h
HEALTH, SAFETY AND ENVIRONMENTAL AWARENESS
Z-009-2:2015-CA04
25h
EFFECTIVE COMMUNICATION
Z-009-3:2015-CA01
25h
INFORMATION TECHNOLOGY AWARENESS
Z-009-3:2015-CA02
15h
LEADERSHIP SKILL
Z-009-3:2015-CA03
78h
WORKPLACE ETHICS
Z-009-3:2015-CA04
22h
ADMINISTRATIVE SKILL
Z-009-3:2015-CA05
30h
HEALTH, SAFETY AND ENVIRONMENTAL IMPLEMENTATION CONSCIOUSNESS
Z-009-3:2015-CA06
30h
(ADI) CUSTOMER EXPERIENCE DATA PROCESSING
M702-001-2:2019-C01
230h
(ADI) CUSTOMER NEEDS & REQUIREMENTS IDENTIFICATION
M702-001-2:2019-C02
220h
(ADI) CUSTOMER FEEDBACK HANDLING
M702-001-2:2019-C03
220h
(ADI) CUSTOMER EXPERIENCE ADMINISTRATION (CEA) SUPPORT FUNCTIONS
M702-001-2:2019-C04
200h
(ADI) FRONTLINE SERVICE ACTIVITIES
M702-001-2:2019-C05
250h
(ADI) CUSTOMER EXPERIENCE DATA PROCESSING COORDINATION
M702-001-3:2019-C01
250h
(ADI) CUSTOMER NEEDS & REQUIREMENTS IDENTIFICATION COORDINATION
M702-001-3:2019-C02
230h
(ADI) CUSTOMER FEEDBACK HANDLING COORDINATION
M702-001-3:2019-C03
220h
(ADI) CUSTOMER EXPERIENCE ADMINISTRATION (CEA) SUPPORT COORDINATION
M702-001-3:2019-C04
200h
(ADI) FRONTLINE SERVICE ACTIVITIES COORDINATION
M702-001-3:2019-C05
220h
INSTITUTE OF SKILL
Training Centre
